Customer Relations Executive (225-1007)

A Customer Relations Executive plays a crucial role in maintaining and enhancing the relationships between an organization and its clients or customers. This position involves being the primary point of contact for customers, addressing their inquiries, resolving issues, and ensuring a positive customer experience. The ideal candidate will have excellent communication skills and a proactive approach to customer relations. They will be responsible for keeping customers satisfied through attentive listening, timely problem resolution, and personalized interactions. In addition to handling customer concerns, a Customer Relations Executive is expected to gather customer feedback and contribute to the company's strategy by identifying areas for improvement in customer service processes. Their performance directly impacts customer loyalty and the company's reputation in the market.

Responsibilities

• Respond promptly and professionally to customer inquiries and requests via email and phone.
• Actively listen to customer concerns and work diligently to resolve them.
• Document interactions and transactions in the customer relationship management system.
• Collaborate with internal teams to address customer issues and improve service solutions.
• Follow up with customers to ensure issues are fully resolved and satisfaction is achieved.
• Track and report recurring customer service issues to management for further investigation.
• Maintain a positive and empathetic attitude towards customers at all times.
• Identify opportunities for upselling or cross-selling products to customers when appropriate.
• Utilize customer feedback to suggest improvements to products or services to management.
• Stay updated on company products, services, and policies to assist customers better.
• Conduct customer satisfaction surveys to gather feedback on the customer service experience.
• Participate in training sessions to improve customer service skills and knowledge.

Requirements

• Bachelor’s degree in business, communications, or a related field is required.
• Proven experience in a customer service or customer relations role is preferred.
• Excellent oral and written communication skills are necessary for effective interaction.
• Strong problem-solving skills with an ability to handle challenging situations calmly.
• Proficiency with customer relationship management (CRM) software and office applications.
• Ability to work independently and as part of a team to meet customer needs.
• Flexibility to work various shifts to accommodate customer service hours effectively.